Support Forum

With the 7/26/26 update, our internal and external partners are unable to tag users in the new comment box. The tag box is just stuck and unclickable. This is interrupting our business. Please fix. Thank you!   

Hi Box TeamNeed clarification on following topics:What is the maximum folder nesting limit supported in Box GxP What is the maximum file size that can be uploaded at a time by a user account Which file formats are currently supported in Box GxP? Specifically, can you confirm whether the following formats are supported: DOCX, XLSX, PUB, PPTX, ACCDB/E, VSDX, Power BI extensions, PNG, TIF, HEIC, AI, GIF, JPG, PDS, BMP, SVG, WEBP, AVIF, CI/CD, CSV, GIT, JSON, PDF/A, TXT, PDF, RTF, XML, XPT Thank you

I need Box Product Support help, but I cannot find any working way to submit a support ticket from my account.Problem: I am signed into the same Box email address on two devices. One device shows all of my Box documents correctly. The second device shows none of my documents.I have already tried the following:Confirmed the same Box email address on both devices. Logged out and back into Box on the second device. Restarted the second device. Checked for Box app updates. Tried the recommended troubleshooting steps, but the issue remains.Please open a support ticket for me or tell me the exact working path to submit one. This appears to be a Box app/device-specific file visibility issue, because the same account works correctly on another device.

A shared internal company BOX was recently disappeared and I am trying to find out the issue or have it recovered. 

I need to migrate ~3tb of data from sharepoint to box, how to I allocate 1 user to have that much space? I have already selected them to have unlimited storage but I am getting storage space errors.

Please cancel whatever I signed up for (I’m crying)  

Hi,Since yesterday, I have been receiving the following error whenever I try to download files from Box:"The selected item/s exceed the download size limit."In the past, I was able to download much larger folders without any issues. However, since yesterday, Box no longer allows me to do so.This appears to be related to a specific folder and sub-folders, where I’m co-owner and the size of folders is smaller that 10GB. For other folders I am not experiencing the same issue. It looks more like an administrative restriction or a change in the download limits applied to my account (Enterprise Advanced).Could you please advise how to resolve this issue?

HiI get an error message “Ein oder mehrere untergeordnete Ordner konnten nicht hochgeladen werden.” (some or more Subfolders could not be uploaded).What is wrong?I just drag and drop my folder that is on an external drive into the application window, where all data is “stored” and listed.How to solve this? Thanks, Matt

I am unable to view or download files from the folders I have access to. When I open a file, an error message states “This preview didn’t load because the document may be protected. Please try to open or download the file to view.” When I try to open the file in my browser with Acrobat, I get an error message: “File preview not available, please reload to try again.” Additionally, when I click the Download button, nothing happens. I’ve confirmed with one of the folder owners that I have access, I get the same results in both Chrome and Edge browsers, and I am not the only one on my team facing this issue. How can I fix my ability to open/download these files? Thank you.

I logged on this morning and attempted to open a PPT but it said I needed to install box tools. When I tried, my computer said the program is already installed. I uninstalled it, then reinstalled, and the same thing is happening. Box won't recognize the program, and when I checked the task manager Box Edit is running but there is no Box Local Com Windows Service. I've run every update, cleared my browser cache, tried different browsers, restarted, checked configurations - I've done everything recommended. My IT department can't figure out the problem either. Please help me. 

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

Hello,Like many other people, I did not realize this was a 3x$20 subscription, and it was really not clear.  You also made it difficult to cancel the account (but easy to upgrade). I only needed to use this service once to download files that someone sent me.I’d like my money back please.Best,Egbert

先日より2段階認証の解除を連絡しているアカウントの持ち主より代理で連絡しております。現在、外部とのやり取り用に使っていたアカウントが、会社携帯の返却(クラウド電話に移行)したため、SNS経由の2段階認証の解除ができない状態です。会社のメールアドレスを使っておりますが、会社での利用ではない個人で作成したアカウントのため、管理権限では解除できません。お手数ですが、解除をお願いします。

Businessプランに入っているのですが、無料プランへのダウングレードをしたいです。他のクライアントのゲストで参加しているので、アカウントはそのまま継続したいです。----- I am in the Business plan, but I would like to downgrade to the free plan. I'm attending as a guest of another client, so I want to keep my account as it is.

I need to download about 350GB worth of files from box, but im getting: The selected item(s) exceed the download size limit.

お世話になっております。現在、MacBookのBox Driveで以下の症状が発生しております。【発生している症状】・ファイルをアップロードできない・ファイルをダウンロードできない・Box Drive内のファイルを開くことができない・ファイルを編集して保存することができないなお、iPhone版のBoxアプリからは正常にアップロードやファイルの閲覧・編集ができるため、アカウント自体ではなくMacBookのBox Driveに問題があると考えております。【試したこと】・Box Webにログインし、アップロード・ダウンロード・ファイルの閲覧を試したところ、正常に動作しなかった。・Box Driveのキャッシュをクリアしました。・safariのキャッシュをクリアしました。・別のブラウザアプリからboxに入り、同じことを試しても治らなかった・Box Driveを終了し、アンインストール後にMacBookを再起動し、再インストールしました。・別アカウントで試しても治らなかった以上の対応を行いましたが、改善しておりません。改善策や確認すべき点がございましたら、ご教示いただけますと幸いです。よろしくお願いいたします。

When I click on the “Contact Box” option in my Admin Console, it redirects me to a page with nothing but community support. We are trying to troubleshoot SSO, and there’s no clear way to contact tech support for this 

I was looking at sync migration to drive on Mac.  THREE questions, each of which say they have a reply, but I cna't see anything but the question.  And YES, I am logged in.Larry2026JL06 11:30

現在、社内ファイルサーバーからBoxへの移行を検討しております。移行にあたり、Boxで使用できない文字（使用禁止文字）が含まれるフォルダ名については、事前に名称を変更する必要があると認識しています。一方で、現在サーバー上に存在するフォルダは、Windows上で作成・運用しているため、Windowsで使用できない文字はそもそも含まれていないと考えています。その場合、現在のフォルダ名にWindowsの禁止文字が含まれていなければ、Boxへの移行に際して特別な名称変更は不要と考えてよいでしょうか。また、Windowsでは使用可能であっても、Boxでは利用できない文字や、移行時に注意すべき命名規則があればご教示いただけますと幸いです。よろしくお願いいたします。 

I created an account for my boss, if we want to add additional accounts, do we add to the original account or does each admin need to have their own?

“The file or folder has deleted or can’t be used.” error message comes out even the file has been shared recently.

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

Box businessへのアップグレードが出来ません。 以下の文字が掲出されます。 「要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。」 0   Facebook   Twitter   LinkedIn